SELF-CHECKOUT SERVICE MANUAL
A recovery playbook for protecting transactions, isolating faults and restoring a dependable customer journey.
Preserve
Record screen, time, payment state and product.
Record screen, time, payment state and product.
Protect
Prevent duplicate charges and explain the next step.
Prevent duplicate charges and explain the next step.
Prove
Close the incident with owner and evidence.
Close the incident with owner and evidence.
| Symptom | Check first | Avoid assuming |
|---|---|---|
| Payment fails | Reader, gateway, network and settlement | No charge occurred |
| Charge but no vend | Delivery sensor, lane and refund state | A retry is safe |
| Inventory mismatch | Physical count and last sync | Every variance is theft |
- Test payment paths and one refund.
- Test normal network, interruption and recovery.
- Reconcile receipt, inventory and settlement.
- Trigger an alert and verify its response owner.
- Measure response, resolution and repeat incidents.
- Review help copy, language and accessibility.
When should a kiosk go offline? When payment integrity, safe delivery or refunds cannot be confirmed.
What prevents repeat failures? A cause-and-action log verified during the next scheduled test.
